One of Safeway’s most popular programs is its Safeway Club Card Loyalty Program. With the Club Card, customers can enjoy exclusive savings all across the store and online at Safeway.com. Safeway Club Card membership can also earn air miles and receive special promotions. The most common calls into Safeway contact centers are from Club Card members wanting to update their profile information such as name, address, email, or phone. The retailer was looking to automate these calls so that live agents could spend time handling less routine calls like orders from their specialty catalog or calls from employees in their stores reporting problems with point-of-sales systems. If live agents were busy, members would have to leave their new information in voicemail. This incurred a high cost in information transfer and was not customer-friendly.

After an extensive evaluation process, Safeway chose Voxify Automated Agents to automate their Club Card update calls. Customers will no longer have to wait in queue to get a live agent or worse, have to leave a voicemail with their updated information. Instead, they can simply state their name and any other new information and the Voxify Member Profile Edit Agent will update and confirm the changes in the customer’s profile in real-time.

Problem

• Needed cost-effective way to handle member account update calls
• Provide a more customer-friendly experience than leaving information on an answering machine

Solution

• Voxify Automated Agents
• Member Profile Edit Agent
• Deployed as a Hosted Managed Service

Benefits

• Reduced volume of calls to live agents
• Reduced costs
• Better customer service